Position Title: Customer service representative
Location: [CAMACOL - Cra 63 49ª-31, Edificio Camacol Barrio El Estadio. Piso 9]
Shift days, hours and time zone: Monday to Friday ( 8:00 a.m to 5:00 P.m - 8:30 A.m to 5:30 P.m - 9:30 A.m to 6:30 P.m - 10:00 A.m to 7:00 P.m)
¡Plan carrera, aumento salarial cada 6 meses!
Job description: The Customer Support Representative (CSR) provides a high level of customer service in a call center environment. As the first point of contact for our members, the CSR provides effective problem resolution by combining technical knowledge with unsurpassed relational skills in order to delightfully satisfy our customers.
Responsabilities: Works on site with consistent attendance. Answer telephone calls from providers and members, using the appropriate greeting Listens to clients issues and clarifies the question or problem the client needs to find a resolution. Provides information necessary to resolve clients inquiry or problem. Explains information in laymans terms so that the client understands the information. Demonstrates a high degree of empathy and applies customer service techniques to de-escalate situations where the caller is extremely upset. Processes routine insurance changes such as adding dependent(s) or spouse, changing a doctor, and change of address. Researches appropriate documents such as Summary Plan Documents to quote benefit correctly. Researches information regarding claims. Logs all details into the system using proper notation during the call. Maintains a high degree of confidentiality and conforms to all applicable HIPAA provisions. Maintains excellent attendance and punctuality and adheres to schedule. Perform side-by-side or call shadowing to guide new hires with the knowledge acquired.
Skills and qualifications - Hard and soft skills: Ability to provide effective leadership in all aspects of position. Excellent written and verbal communication skills. Must be dependable and maintain excellent attendance and punctuality Strong analytical skills and problem-solving skills. Subject-matter expert within field. Ability to keep up with changes in information to Plan documents in order to quote benefits correctly. Ability to grow with changing demands of the position and the company. Proficient computer skills in Microsoft Office Suite Call center experience in a medical/benefits environment highly preferred. Medical/Benefits Experience highly preferred. UR/Claims/COBRA/FSA/Eligibility Experience preferred.